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Bilingual (Spanish) Customer Experience Analyst

TPG TeleManagement Inc. Omaha, NE
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Job Description

Position Summary

The Analyst role is responsible for examining the needs and concerns of clients and stakeholders, via our Measurement Diagnostic products.  As the primary customer experience diagnostic for our Fortune 500 client base, our measurement delivers insight and root cause direction to drive change in customer interactions across all customer lifecycle touch points (acquisition, care, retention, engagement). The Analyst is responsible for the accurate and timely delivery of our Measurement Diagnostic products for the client and customer lifecycle touch points assigned to your portfolio. Delivery of our Measurement Diagnostic products requires an Analyst to accurately apply our Customer Experience Behavior Compendiums to your assigned customer portfolio via customer interaction evaluation.

TPG is not a call center, nor does this position require being on the phones or sales.

Essential Functions

  • Observe interactions between clients and customers to apply our Behavior Compendium product line
  • Accurately evaluate  the interactions between clients and customers
  • Be receptive to coaching and professional development via our PMP process
  • Provide client related support to contribute to the program delivery strategy for your client (called the PDLC), as requested
  • Meet both individual and team revenue contribution each month through Revenue and Sample Attainment delivery
  • Use QualityCare software tools available to self-diagnose data health to insure accurate and consistent scoring
  • Participate in all scheduled development activities including calibrations, feedback sessions, training, special projects, etc.
  • Foster professional development by mentoring peers
  • Actively utilize TPG’s QualityCare product line to create a proficiency in the products that we market

Knowledge and Skills

  • Extensive knowledge of computer software i.e., Windows, Microsoft Office
  • Proficiency in or knowledge of using a variety of computer software applications, especially Microsoft Excel and Word software
  • High level of interpersonal skills to handle sensitive and confidential situations and documentation
  • Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines
  • Good to excellent spelling, grammar and written communication skills
  • Excellent presentation and verbal communication skills
  • Critical thinking skills
  • Ability to work independently
  • Strong work ethic that will enable the delivery of revenue each month
  • Must understand TPG’s current product offering and possess knowledge of how to apply each of our Primary Behaviors associated across all Compendium applications
  • Ability to accurately apply our Primary Behaviors when provided client application specifics
  • Must possess deep knowledge in their client’s Behavior Compendium application, overall Program Mission and current PDLC experience

Preferred Qualifications

  • Associate degree, Bachelors degree or technical school coursework preferred
  • Three years of industry related experience in a Customer Experience, CRM, quality management, product delivery, consulting or research environment

Supervision

  • The Analyst has no direct reports

Physical Requirements

  • Sitting for long periods may be necessary
  • Move around the office, use of hands for typing
  • Ability to hear and see, read from computer monitor
  • Ability to travel if required (limited)

The ideal candidate is a focused, self-starter who can work well in a flexible, results-oriented work environment. TPG is not a Call Center nor does this position require being on the phones and sales.

If you have a passion for delivering measurable results and client service, we want to hear from you.

TPG employees are responsible for adhering to all TPG security policies and procedures. Pre-employment drug testing and background checks are required for all applicants. Applicants whose background check reveals convictions involving dishonesty, breach of trust or specific convictions include: Shoplifting, Fraud/Credit Card Fraud, Petit theft/Larceny/Grand Larceny, Concealment of Property, Bad Check/Worthless Check/Fraudulent Check, Trespassing with Intent to Steal, Possession of Stolen Property, Forgery, Embezzlement, Credit Card Misuse, All Felonies, will not be employed by TPG TeleManagement Inc. A conviction includes Pretrial Diversions and Deferred Adjudication.

TPG TeleManagement Inc. is an Equal Opportunity Employer and committed to fair treatment of all individuals, both applicants and employees, based on job-related qualifications and without regard to race, color, religion, national origin, sex, sexual orientation, age, and status as an individual with a disability or protected veteran.

Apply today via Careerlink!  

 

 

Job Details

Date Posted October 30, 2017
Date Closes November 29, 2017
Located In Omaha, NE
Job Type Full-time Employee
Compensation Hourly Wage, Based on Experience
Experience Level Intermediate (3-7 yrs. experience)
Hours 40 hours per week
SOC Category 13-1111.00 Management Analysts
Zipcode 68164
Name Michael Thompson
FAX 402-502-6234

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • Business Travel Accident Insurance
  • Dental
  • Dependent Life Insurance
  • Domestic Partner Benefits (Same-Sex)
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Maternity / Paternity / Family Leave
  • Medical
  • Prescription Drug Plan
  • Short-Term Disability
  • Supplemental Insurance
  • Vision
  • Voluntary Life Insurance
  • Bereavement Pay
  • Casual Dress
  • Emergency Travel Assistance
  • Flexible Hours
  • Paid Holidays
  • Paid Vacations
  • Unpaid Leaves of Absence
  • Achievement Awards
  • Bonus Plan
  • Merit Increases

This job requires the following skills

  • Business - Analysis
  • Business - Strategy Development
  • Call Center Expertise
  • Customer Service
  • Risk Management
  • Microsoft Office
  • Customer Service / Troubleshooting
  • Quality Control
At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • And More ...
Location